Channel Management components in Workforce Optimization for ITSM

Workforce Optimization for ITSM has roles to administer channels and queues, properties to configure default behavior, and reports to analyze data in Workforce Optimization for ITSM.

Roles

Role title [name]	Description	Contains roles
Channel Management User [sn_channel_mgmt.user]	Grants read access to channel reports, channel view, and queue report tables.	awa_manager
Channel Management Admin [sn_channel_mgmt.admin]	Grants administrative rights to create, read, update, and delete (CRUD) channel reports, channel view, and queue report tables.	sn_channel_mgmt.user awa_admin sn_wfo.admin report_admin

Properties

Note:

To use channel management properties, they must be added to the System Property [sys_properties] table. For information on how to add a system property, refer to Add a system property.

Property	Description
sn_channel_mgmt.list_auto_refresh.enable	Set this property to false to disable auto-refresh of lists in Channel Management. Type: True or False Default value: True
sn_channel_mgmt.channels_card_auto_refresh.enable	Set this property to false to disable auto-refresh of lists in Channel Management. Type: True or False Default value: True
sn_channel_mgmt.list_auto_refresh.interval.seconds	Sets the frequency for refreshing the channel management list data. Type: Integer Default value: 30
sn_channel_mgmt.kpi_auto_refresh.interval.seconds	Sets the frequency for refreshing the channel management indicator data. Type: Integer Default value: 5
sn_channel_mgmt.channel_card_auto_refresh.interval.seconds	Sets the auto-refresh interval for the cards on channel management overview container. Type: Integer Default value: 120
sn_channel_mgmt.filter_config.enable	When set to true, displays the Assignment Group interactive filter in channels. Type: True or False Default value: True
sn_channel_mgmt.awa_agent_temporary_override_time.minutes	Overrides the duration set for the channel capacity. Type: Integer Default value: 12 hours

Reports

Report name	Description
Interaction Work Items Assigned Today	Number of interaction work items assigned on a given day.
Abandoned Interaction Work Items	Number of abandoned interaction work items.
Unassigned Interaction Work Items	Number of interaction work items not assigned to agents.
Average Work Item CSAT Score	Customer Satisfaction score for an average work item.
Unassigned Incident Work Items	Number of incident work items not assigned to agents.
Completed Interaction Work Items	Number of interaction work items completed by agents.
Today's Average Interaction Service Time	Average time it takes to close an interaction.
Interaction Work Items Resolved Today	Average number of interaction work items resolved on a given day.
New Incident Work Items Created Today	New work items created for incidents on a given day.
Average Handling time for Interaction Work Items	Average time taken to resolve interaction work items.
Agents Available to take Interaction Work Items	Number of agents available to work on the interaction work items.
Breached SLA Incident Work Items	Number of work items with breached SLAs.
Open P1 Incident Work Items	Number of work items open for P1 incidents.
Incident Work Items Resolved Today	Number of work items resolved on a given day.
Average Walkup Interaction Wait Time	The average time a user is in queue before starting a walk-up interaction.
Currently Waiting Interaction Work Item	Work items currently in queue waiting to be processed.

Interactive Filters for Reports

Name of the interactive filter	Description	Reference table
Channel Management Agent Filter	Filters the reports based on an agent.	[sys_user]
Channel Management Group Filter	Filters the reports based on groups.	[sys_user_group]
Channel Management Queues Filter	Filters reports based on queues.	[awa_queue]
Channel Management Service Channel Filter	Filters reports based on service channels.	[awa_service_channel]